CX Transformation
Customer experience isn’t one department’s job – it’s the sum of every process, tool, and interaction a customer touches. I work with you to map the full journey, identify where it’s breaking down, and redesign it around what your customers actually need – not just what’s convenient internally. This often includes Salesforce Sales, Service, and Experience Cloud work, since so much of CX lives inside the platforms your team uses every day.
Process Improvement & Efficiency Analysis
Inefficient internal processes show up externally, whether it’s a slow response time, a dropped handoff between teams, or duplicate work that delays a customer. I analyze how work actually flows through your business – not how the org chart says it should – and identify concrete fixes: where to automate, where to simplify, and where a process needs to be rebuilt rather than patched.
Change Management
New tools and processes fail more often from poor adoption than poor design. I help you plan and execute rollouts – new Salesforce functionality, new workflows, new AI tools – in a way that brings your team along instead of losing them at go-live. That means clear communication, realistic training, and a rollout pace that matches how much change your team can actually absorb.
AI Consulting
AI is moving fast, and most small businesses don’t have the bandwidth to sort useful from hype. I provide hands-on consulting on the tools most relevant to small business operations today: Anthropic’s Claude, ChatGPT, and Salesforce Agentforce. That includes helping you identify realistic use cases, choosing the right tool for the job, and building the internal habits and guardrails to use AI well – not just turning it on and hoping.
Strategic Planning
Growth, data, and AI decisions work best when they’re planned together instead of bolted on one at a time. I help you build a strategic roadmap that accounts for where your business is today, where you want it to go, and how your CX, process, and technology investments need to sequence to get you there.
User Interface and User Experience (UI/UX) Consulting
Let the Beacon CX team of experts show you how to create a User Interface (UI) and User Experience (UX) to truly wow your customers. Our team will take your website or mobile app to the next level, ensuring engagement and giving you the peace of mind to know your users will be delighted by the experience.
Other Services
We offer a wide range of business services to meet your needs, these include:
- Employee Engagement
- Meeting Facilitation
- Strategic Planning
- Non-profit Membership Development
- New Leader Assimilation
- Public Speaking
Molly Redenbaugh
